The Burghley & Co Confidence Policy

What’s Covered

If your eligible complete pair of prescription glasses is simply not right for you, you may request a return under our Confidence Policy within 14 days of receiving them.

The policy applies to one eligible complete pair per order purchased online from Burghley & Co and delivered to a UK or USA address.

An eligible complete pair means a Burghley & Co frame supplied by us with prescription lenses purchased as part of the same order.

The Confidence Policy is designed to give you additional reassurance when ordering online. You do not need to show that Burghley & Co has made an error in order to request an eligible return under this voluntary policy.

Condition of Returned Eyewear

We expect you to try your glasses on properly so that you can assess the fit, comfort, and vision. Normal careful try-on will not prevent you from using the Confidence Policy.

To qualify for a refund under this voluntary policy, the eyewear must be returned in a condition suitable for inspection and must not show signs of use beyond what would reasonably be expected when trying the glasses.

• No signs of extended or everyday wear
• No scratches, accidental damage, or misuse
• No permanent alterations or modifications
• Frame, lenses, case, cloth, and supplied accessories must be returned
• Items must be packaged securely for the return journey

Fair Use

The Confidence Policy is designed to remove some of the uncertainty from ordering prescription eyewear online while allowing us to continue offering fair and transparent pricing.

• One eligible complete prescription pair per order is covered
• Additional prescription pairs within the same order are not covered by the Confidence Policy
• One full Confidence Policy refund is available per customer within any 6-month period
• The policy is intended for genuine personal purchases and may not be used for repeated ordering and returning of eyewear

Frame-Only Orders

Frame-only purchases do not need to use the Confidence Policy and are handled under our standard returns policy.

For a change-of-mind frame return, please contact us within 14 days of receipt and return the frame with its case, cloth, and supplied accessories in the condition required by our standard returns policy.

Your Prescription

Your prescription is the clinical result of the eye examination carried out by the optometrist, ophthalmologist, or other appropriately qualified practitioner who issued it.

Where a prescription has been issued by another practitioner, Burghley & Co does not carry out the original eye examination and does not independently verify or guarantee the clinical accuracy of that prescription.

You are responsible for providing us with the prescription you wish us to use and for ensuring that any prescription information you enter manually matches the prescription issued to you.

We may ask you to provide a copy of your original prescription where information is incomplete, unclear, unusual, or where we believe further clarification would be helpful.

If Your Vision Doesn’t Feel Right

New spectacles can sometimes require a period of adjustment, particularly where there has been a prescription change or where you are wearing varifocal or other specialist lenses.

If your vision does not feel right, please contact us before having the glasses altered or having replacement lenses made elsewhere. We will help you work through the possible cause.

Depending on the circumstances, we may review:

• The prescription supplied with your order
• The prescription used to manufacture your lenses
• Your lens type and specification
• Your pupillary distance and other dispensing measurements where relevant
• Frame fit and positioning
• Your previous prescription where this may help identify a significant change

Where appropriate, we may also ask you to have the prescription rechecked by the practitioner who carried out your eye examination. With your permission, we may contact the prescribing practitioner directly to help establish the cause of the problem.

If Your Prescribing Practitioner Changes Your Prescription

If your spectacles have been manufactured correctly to the prescription and dispensing information supplied and accepted for your order, but the practitioner who carried out your eye examination subsequently changes, corrects, or replaces that prescription, this does not in itself mean that the spectacles were incorrectly supplied or manufactured by Burghley & Co.

If you are still within the Confidence Policy period and the order otherwise meets the conditions of this policy, you may use the Confidence Policy to return the eligible complete pair.

Any refund provided in these circumstances is made under our voluntary Confidence Policy and does not constitute an acceptance or admission that Burghley & Co was responsible for the original prescription or that the spectacles were faulty.

Where the Confidence Policy does not apply, for example because the applicable period has passed or a previous Confidence Policy refund has already been used within the relevant 6-month period, replacement lenses required solely because an externally issued prescription has subsequently been changed may be chargeable.

We will always discuss the circumstances with you first and explain the options available.

How to Make a Confidence Policy Return

1. Email hello@burghleyandco.uk within 14 days of receiving your order.
2. Include your order number and let us know that you would like to return the eligible pair under the Burghley & Co Confidence Policy.
3. If the issue relates to your vision, please tell us what you are experiencing so that we can help where possible.
4. We will confirm the return instructions.
5. Package the glasses securely and return them using a tracked postal service.

Refunds

Once your return has been received and inspected, we will confirm whether it qualifies under the Confidence Policy.

• An approved claim receives a refund of the price paid for the eligible complete pair
• Refunds are issued to the original payment method
• We aim to process approved Confidence Policy refunds within 5–7 working days of inspection
• Your bank or payment provider may take additional time to show the refund in your account

Faulty, Damaged or Incorrect Orders

If your eyewear arrives faulty, damaged, misdescribed, or has been supplied or manufactured incorrectly by us, please contact us as soon as possible.

These situations are dealt with separately from the Confidence Policy and do not use your Confidence Policy allowance.

An externally issued prescription being subsequently changed or corrected does not, by itself, mean that the spectacles supplied by Burghley & Co were faulty or incorrectly manufactured.

Nothing in this policy limits your statutory or other legal rights.

What the Confidence Policy Does Not Cover

• Reglazing or replacement lenses fitted into a frame supplied by the customer
• Additional complete prescription pairs within the same order
• Eyewear showing extended wear, accidental damage, misuse, or permanent alteration
• Products or specialist lens orders clearly stated as excluded from the Confidence Policy before purchase
• Orders delivered outside the UK or USA
• A further Confidence Policy claim within 6 months of a previous full Confidence Policy refund

Your Legal Rights

The Burghley & Co Confidence Policy is an additional voluntary benefit.

It does not replace or restrict any rights you may have where goods are faulty, damaged, misdescribed, not as ordered, incorrectly manufactured by us, or otherwise do not meet the requirements of applicable consumer law.